Associate Customer Experience Manager

About the Role

We’re looking for a highly motivated Associate Customer Experience Manager (ACXM) to lead the end-to-end post-sales journey for our Ignite segment—a high-volume portfolio of small to medium-sized accounts. This role is essential in driving customer success from onboarding through to engagement, renewal, and growth. You'll serve as the trusted point of contact for your accounts, ensuring a seamless experience and delivering real business value through our platform and services.

Major Responsibilities

CUSTOMER ONBOARDING / IMPLEMENTATION

• Act as single point of contact for all customer onboarding activities across the entire company suite of products and services.
• Own the entire onboarding process from platform enablement to user access and configuration, and follow-up with training.

CUSTOMER ENGAGEMENT

• Act as single point of contact for your portfolio of accounts, ensuring customers are engaged, delighted, and supported.
• Identify risks, blockers, and obstacles for each account and document and communicate to broader team for visibility and action.
• Be the voice of the customer and build a customer feedback loop to report both positive and negative feedback.
• Manage customer KPIs across each product/solution and ensure customer is maximizing their value with our solutions.
• Identify opportunities for upsell or uplift and loop in the relevant cross-functional team members for sales pitch and demo.
• Ultimately, ensure high engagement, usage, support, value realization, and satisfaction to guarantee contract renewals.

CUSTOMER SUPPORT

• Primary owner of email and ticketing Support channel.
• Act as first point of contact for customer queries, issues, feedback and resolve them, escalating to cross-functional team members and leaders as required.
• Act as first-line manager providing customer service support and play a key role in helping to achieve targets in areas such as productivity or turnaround times.

Qualifications, Skills and Experience

• Bachelor's Degree or Equivalent Level
• High Customer Service aptitude and competence
• Ability to take ownership to manage customer expectations and resolve problems
• Initiate compelling sales conversation that are customer-focused
• Understand customer needs, issues, motivations, buy-in process
• Manage customer resistance by building rapport and maintaining relationships